Work Strengths Test Question 58 – Leading during a major service outage
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
A major public service has been unavailable for several hours. The cause is still uncertain, ministers and the media want a restoration time, and senior teams are giving different instructions to technical and operational staff. Some staff have already worked extended hours and customer demand is building in alternative channels. You need to stabilise the response while facts and recovery options continue to change.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Take personal control of every significant decision until the service has been restored.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Establish clear incident leadership, confirm priorities and facts, rotate staff, communicate uncertainty and review decisions as evidence changes.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Promise a restoration time based on the most optimistic technical estimate so that ministers and the public have a clear message.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Concentrate on external communications and wait for the technical team to confirm a fix before changing internal arrangements.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Effective
- Action C: Counterproductive
- Action D: Ineffective
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